Service Delivery Manager

36 minutes ago
Full-time
Mid Level
Project and Program Management
Coretelligent

Coretelligent

Coretelligent is a top-tier managed IT solutions provider offering comprehensive services such as IT support, cybersecurity, and cloud services to help organizations thrive in the digital economy.

Internet Software & Services
251-1K

Description

  • Own relationships for an assigned portfolio of managed services clients.
  • Coordinate Service Desk, Engineering, Projects, cybersecurity, Field Services, and leadership teams to ensure effective service delivery.
  • Develop Client Health Plans, account roadmaps, and service strategies.
  • Monitor ticket trends, service metrics, escalations, feedback, and dashboards to identify risks and opportunities.
  • Lead recurring service reviews, executive business reviews, and strategic planning discussions.
  • Manage service escalations through resolution with clear communication and expectations.
  • Review client environments for operational improvements, technology recommendations, and service enhancements.
  • Develop retention strategies and recovery plans for at-risk accounts.
  • Ensure services align with SOWs, SLAs, and client expectations.
  • Maintain account documentation, reporting, and activity in ServiceNow, CRM, and other operational platforms.
  • Contribute to process improvements, documentation standards, and operational best practices.

Requirements

  • 3–7+ years of experience in managed services, service delivery, technical account management, customer success, IT operations, or a similar client-facing technology role.
  • Experience managing client portfolios and relationships with technical teams, operational stakeholders, and executives.
  • Strong understanding of managed services operations, ticket lifecycles, escalation management, SLAs, and client health management.
  • Ability to interpret contracts, SOWs, and service commitments.
  • Strong business acumen and ability to identify improvements, mitigate risk, and strengthen client relationships.
  • Excellent communication, presentation, and relationship-building skills with technical and non-technical audiences.
  • Ability to manage multiple priorities and remain organized in a fast-paced client environment.
  • Experience collaborating with engineering, service delivery, projects, cybersecurity, and leadership teams.
  • Experience with ServiceNow, ConnectWise, Autotask, Salesforce, or similar ITSM and CRM platforms preferred.
  • Technical understanding of infrastructure, cloud services, cybersecurity, Microsoft technologies, and managed IT environments preferred.
  • ITIL Foundation certification or similar service management experience is a plus.

Benefits

  • $90,000–$120,000 annual base salary.
  • Potential eligibility for commission under the sales compensation plan.
  • Health, dental, vision, FSA, HRA, HSA, life, and disability insurance.
  • 401(k), paid parental leave, holiday pay, flexible vacation, and sick days.
  • Remote and flexible working environment with location-based benefits adjustments.
  • Spot bonuses, learning and development opportunities, community events, and a $100 well-being allowance.

Interested in this position?

Apply directly on the company website

Apply Now

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